Case Study: Sutherland Improve Remote Performance Management Related Articles 10 Customer Experience ECommerce Case Studies Case Study: Blueberry Markets Creates Its CX Team Mid-Pandemic Case Study: Freshly Builds New Quality Assurance Programme Definition: Contact Centre Jargon and Terminologies © Coloures-Pic - Adobe Stock - 124234466 290 Filed under - Contact Centre News, Case Studies, Playvox This case study investigates how Sutherland adapted their remote performance management strategy and achieved great gains in customer satisfaction. Sutherland, a global business process transformation company spanning 19 countries, has competed largely on the excellence delivered by its customer service operations teams. Already operating at a high service level due in large part to its robust quality evaluation process, the company sought a holistic approach to agent optimization. Sutherland wanted to augment its performance and engagement. Their aim was to create engagement and manage performance in a remote environment. Sutherland started with a small program of 35 when they began with Playvox in December 2015 with the tools and intelligence needed to improve the customer experience. Nearly five years later, in May 2020, Sutherland has more than 7,000 users of Playvox. Sutherland’s solution requirements included: A cloud-based platform An all-in-one platform Team engagement and rewards Client branding Performance gamification Consistent coaching and feedback Quality audit results Learning: Continuous improvement and skills development The Solution Moving up to custom scorecards yields motivated, productive agents. Sutherland began with performance, motivation, and coaching and added quality using FTP, which spans interactions for accounting, customer service, post-service management, knowledge, sales, and technical support. With Playvox, the large service provider was able to: Improve Scale their business according to seasonal fluctuations Enhance teams’ performance, resulting in a positive impact on their clients’ customers Efficiently identify specific interactions that require agent coaching based on performance results Motivate through recognition, QA results and targeted development Inspire Facilitate fluid intra-team communications Make agents more involved in their own evaluation process Empower agents to monitor their progress, leading to self-oriented improvement and higher motivation levels Enable all team members to participate in and comment on their evaluation and coaching processes Evaluate Centralize evaluations for the Quality Review process and closely manage both inbound and outbound interactions Upgrade from spreadsheets to customizable scorecards to better target agent improvement opportunities (both soft and hard skills) Results Numbers show huge gains in a short period of time After starting with 35 Playvox users in 2015, Sutherland has more than 7,000. Going through the maths, that equates to a 19,900% growth in 4.5 years. It’s a huge BPO group spread across 27 Playvox platforms with 1,100 among its largest customer service team. The Playvox Agent Optimization Suite provides Sutherland with plenty of solutions to easily move across multiple sites, such as duplicating scorecards, coaching templates, learning courses, recognition badges, and especially community posts. This case study has been re-published by kind permission of Playvox – View the original post Author: Robyn Coppell Published On: 23rd Mar 2021 Read more about - Contact Centre News, Case Studies, Playvox Recommended Articles 10 Customer Experience ECommerce Case Studies Case Study: Blueberry Markets Creates Its CX Team Mid-Pandemic Case Study: Freshly Builds New Quality Assurance Programme Contact Centre Jargon and Terminologies Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter Related Articles 10 Customer Experience ECommerce Case Studies Case Study: Blueberry Markets Creates Its CX Team Mid-Pandemic Case Study: Freshly Builds New Quality Assurance Programme Definition: Contact Centre Jargon and Terminologies Editor's Pick Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities 10 Ways to Kick-Start Your Adherence Improvement Strategy The 7 Cs of Effective Communication Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre! Latest Resources Guide: Applying AI in Customer Service Guide: Five Steps to Mastering Conversation Intelligence Upcoming Events Why Industry Leaders are Prioritising AI Investment – Webinar Achieving the Perfect Balance of Occupancy, Utilization, and Productivity – Webinar Latest Blogs How to Extract Valuable Insights With Text Analysis The New CX – AI and Agents in Conversation Featured Articles The Key Elements of a CX Lifecycle and Ways to Improve It 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service What is Attrition Rate and How to Calculate It The Top 10 Call-Closing Statement Examples Popular Pages The Top 25 Positive Words and Phrases for Customer Service The Top 50 Words to Describe Yourself on Your CV in 2024 Contact Centre Dashboard Excel Template – FREE Download Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service? Popular in Category 2024 UK National Contact Centre Award Winners Announced Microsoft Launches Stand Alone CCaaS Solution – Microsoft Dynamics 365 Contact Center